Social Media Manager
Kodify Media Group
Head of Social Media Support Programs
Coinbase
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $157,590 - $185,400 per year
Job Level
Lead
About the role
- Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels
- Elevate real-time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations
- Host cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering to rapidly address root issues and invest in prevention
- Oversee escalation workflows—including human handoffs from AI to expert responders—to eliminate chatbot loops and ensure customer empathy and effectiveness
- Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability
- Manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident
- Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences
- Role embedded within the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience
Requirements
- 6+ years leading social programs, ideally in high-growth tech, fintech, or crypto
- Proven track record managing high-volume social support environments with strong public visibility
- Experience partnering with Comms, PR, or brand teams on shared messaging in moments of crisis
- Deep understanding of AI + human support workflows
- Comfortable being “on point” for high-stakes, real-time events and shaping the narrative under pressure
- Data-driven, outcome-oriented, and able to present insights at the executive level
- Crypto-curious and aligned with our mission of increasing economic freedom
- Nice to haves: Experience in regulated industries or with government/press scrutiny
- Nice to haves: Background in crisis comms, incident response, or risk management
- Nice to haves: Familiarity with social listening/triage tools (Sprinklr, Salesforce, Amazon Connect)
Benefits
- target bonus
- target equity
- benefits (including medical, dental, vision and 401(k))
- Team and company-wide offsites (attendance expected and fully supported)
- Support for reasonable accommodations for disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
social support program managementcrisis communicationsdata-driven decision makingincident responserisk managementAI + human support workflowsperformance trackingSLA frameworkssocial channel support policieshigh-volume social support management
Soft skills
leadershipcross-functional collaborationcustomer empathypublic messagingcalm under pressuretrust buildingcommunicationaccountabilitynarrative shapinginsight presentation
